Damaged iPhone 7

Hi

I have a complain to about c Surance phone insurance which I took through Cell C. On the 27 September I made claim for damaged screen of an iPhone 7 , and my claim was not responded to after it was sent by the store itself. I then called the store in KZN to find out why I have not received a notification with a reference number ....leave that part. I then decided to forward the request myself together with all the required documents as per their instructions. And stayed for a while there after I had to call them almost everyday and I kept on different response to my query from different consultants. The repair centre had quoted +/- R10000 for repairs and I then submitted the quote to the insurance and they declined the amount and decided not to fix the phone but give me a new handset. Still on the process there was no communication on their side but I had to call them every 3-5th day of the week to find out the outcome. With having to get a replacement phone they quoted me a sum of R2599.80 which I submitted to them on the 2 Dec 2017 as an excess instead of R750 as per the agreement on the contract. Reason of the delay in payment I was in disagreement with paying this amount because it was not stipulated on the policy (which I also requested when I made the claim and was never sent to me when o signed for the contract )or agreement. I tried to escalate this with them and the consultant told me I will not win. Many people have tried but they do not win. I am still with this insurance and paying them but with my previous claim experience I am not keen to continue and still searching for better service. I received the phone just few days before 2018 and I had to call them every day to find out the status as times i would hold until I give up or sometimes be on hold until I drop. And the consultant would say let me ask my manager and they disappear for 30-45min . How do I get my money back because I feel like it was a ******* ,damaged phone with them plus the amount I paid. I even insisted with consultants every time I call that I did not oppose the phone but it's damaged why am I paying an amount close to car insurance access fee ? And my phone cost is between R12 ********** 0?? please help a friend!